Flavia Vazquez
Charlotte,NC
Summary
Accomplished bilingual (English/Spanish) Client Services and Intake professional with extensive experience in healthcare, legal, public service, and high-volume call center environments. Proven ability to support diverse and vulnerable populations, manage sensitive information with discretion, and deliver efficient, people-centered service. Strong background in client intake, case coordination, conflict resolution, and administrative support. Committed to operational excellence and positive client experiences.
Overview
8
8
years of professional experience
Work History
Bilingual Family Support & Client Coordination Spe
Self Employed
Charlotte, NC
04.2025 - Current
- Coordinate schedules, services, and daily support for multiple families.
- Build trust-based relationships through consistent communication and reliability.
- Assist families navigating complex or sensitive situations with discretion and care.
- Maintain structured documentation and organized service coordination.
Bilingual Customer Experience Specialist
Mecklenburg County
Charlotte, NC
01.2023 - 04.2025
- Support residents in accessing Health & Human Services programs by screening eligibility and coordinating referrals.
- Manage sensitive cases involving families, children, and seniors while maintaining confidentiality and compliance.
- De-escalate complex situations with empathy, improving client satisfaction and resolution outcomes.
- Maintain accurate documentation and data integrity across case management systems.
- Trained and mentored new staff on best practices in customer engagement and conflict resolution techniques.
Bilingual Patient Services Specialist
Cencora (AmerisourceBergen / Lash Group)
01.2020 - 11.2022
- Managed patient cases including prior authorizations, benefits verification, copay assistance, and Medicaid eligibility.
- Coordinated pharmacy services, refill processing, and follow-ups to ensure continuity of care.
- Investigated claim denials and collaborated with payers to resolve coverage barriers.
- Maintained strict HIPAA compliance and detailed case documentation.
Bilingual Customer Service Representative
AAA
Charlotte, NC
07.2019 - 10.2019
- Provided bilingual membership support, billing assistance, and payment processing.
- Resolved customer inquiries efficiently while maintaining service quality standards.
Bilingual Customer Service Specialist
Duke Energy
Charlotte, NC
12.2018 - 07.2019
- Assisted customers with billing inquiries, payment arrangements, and service concerns.
- Delivered solutions in a high-volume call center environment while meeting performance metrics.
Bilingual Legal Assistant / Administrative Coordinator
X-Centri
Charlotte, NC
05.2018 - 11.2018
- Managed client intake, scheduling, case files, and legal correspondence.
- Provided Spanish interpretation and translation for attorneys and clients.
- Handled billing coordination and administrative documentation.
Education
Bachelor of Science - Human Resource Management
University of Buenos Aires
ArgentinaSkills
Client Intake & Front Desk Operations
English/Spanish bilingual communication
Case Coordination & Documentation
HIPAA Compliance & Confidentiality
Conflict Resolution & De-escalation
High-Volume Call Center Support
Data Entry & Database Management
Administrative & Legal Support
Scheduling & Calendar Management
Customer Service Excellence
Multitasking Abilities
Calm under pressure
Areas of Expertise
Bilingual Client Intake & Customer Experience Specialist | Case Coordination | Healthcare & Legal Support | English–Spanish
Additional Information
• TracFone Wireless – Call Center
Bilingual Customer Service Representative | Technical Support | Quality Assurance Specialist.
Promoted from Bilingual Customer Service Representative to Technical Support and later to Quality Assurance Specialist.
• Hewlett-Packard (HP) – Argentina
Bilingual Customer Service Representative
• BBVA – Banking- Argentina — Bilingual Teller
Languages
Spanish
Native or Bilingual
Italian
Full Professional
English
Native or Bilingual
Timeline
Bilingual Family Support & Client Coordination Spe
Self Employed
04.2025 - Current
Bilingual Customer Experience Specialist
Mecklenburg County
01.2023 - 04.2025
Bilingual Patient Services Specialist
Cencora (AmerisourceBergen / Lash Group)
01.2020 - 11.2022
Bilingual Customer Service Representative
AAA
07.2019 - 10.2019
Bilingual Customer Service Specialist
Duke Energy
12.2018 - 07.2019
Bilingual Legal Assistant / Administrative Coordinator
X-Centri
05.2018 - 11.2018
Bachelor of Science - Human Resource Management
University of Buenos Aires